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troubleshooting Question

Correct password/username not accepted by Belkin router

Avatar of liz1976
liz1976 asked on
RoutersWireless Hardware
2 Comments1 Solution5385 ViewsLast Modified:

i really hope someone can help me. i've spent the last 3 weeks on the phone alternately with BT and Belkin call centres in india, and everyone support person i speak to (and there's been lots of them) blames the one from the other company. my problem is this:

BT supply my home broadband (with fixed IP address) along with a wired router. because my work pay for it it's arranged through a special (franchised?) branch of BT and so the username and password they've given me are different to standard ones. e.g. a standard BT username might be name@btconnect.com, whereas mine is more like abcde/fghij^ab-cd-ef.

my username and password work fine with the BT wired router and i can connect to the internet.

however when i enter the same details into my Belkin Wireless G Router (which had worked perfectly well when Pipex were my ISP a month ago), i can't connect. moreover, every time i try to connect using PPPoA, the security log says "username and password not authenticated".

i've restored factory settings and tried a thousand other things a thousand times, and the laptop can see the router fine, it's just that i can't connect to the internet.

the senior techie at belkin who i spoke to last night said that my username needs to be in a standard format (e.g. when it worked last month my username was in the format abc@pipex.com). BT say that this doesn't matter and the fact that i can connect with the wired router proves this, and they can't provide me with a standard kind of password for authentication reasons.

i was just hoping someone somewhere had heard of this kind of problem before and might be able to shed some light on it. i'd be really grateful for any ideas as i don't want to shell out for another router just to have it not work as well.

thanks very much in advance,

Avatar of Andrew Lowe
Andrew LoweFlag of United Kingdom of Great Britain and Northern Ireland imageICT Infrastructure Manager

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